Heading CX Planning & Analytics CoE charter, responsible for enabling customer success & outcome metrics for Flipkart CX & group programs viz. FKT, 2GUD, Jeeves, FKW, FKQ & FKPG through CX Strategy, Workforce Planning & Mgt., Consumer Analytics & Commercials Mgt. overseeing 15K+ FTEs delivery operations- Build & manage Flipkart CX P&L of $100 mn. with a consistent track record of delivering key L0 CX cost metrics YoY without compromising on quality of service & delivery - Responsible for strategizing & executing Flipkart flag ship event “The Big Billion Days” (BBD) for CX function – strategized & executed 5 BBD programs (‘2018 to ‘2022) with industry best SLA delivery- Scaled CX function from 2 [800 seater] to 8 partner ecosystem [13K+ seater], managing nearly a quarter of a billion customer interactions, annualized.- Introduced Flex operating | Locational Agnostic delivery model (an e-com industry best practice) presently an integral part of CX delivery strategy - Drive CX friction [CTU] L0 metric through focused reach improvement, NVA elimination, process optimization & re-engineering programs- As part of the synergy building initiative played a key role in synergizing one “CX” one “Flipkart” for various programs & emerging businesses under one CX umbrella of Flipkart- Setup the CX Analytics function; delivered industry best ML driver models on Demand Prediction, Decay Curve Forecasting, Resolution Rate & CSAT Driver models, CX Email Sentiment Scoring & Similarity Index, Agent & Partner Scorecards.- Introduced & migrated CX business/performance measurement onto MSBI platform supporting 450+ business users - Managed BPM (outsourced partner) vendor relations & strategy for Flipkart CX & group programs incl. Due Diligence, Commercial, Performance Mgt., Compliance, Scorecards and benchmarking.- Managed HR operations (stretch responsibility) and performance management for 400+ contingent staffing for captive operations | scaled HRO program10 to 800+ resources

- Managed the pan India strategy & planning function, performing deliverables of Service Planning, Budgetary Planning & Controls, and Commercial management for Broadband & Pay TV line of businesses of Hathway.- Formulated Annual Operating & Business Plan for Broadband & Pay TV LOBs and institutionalized financial analysis practice to provide decision support and facilitate senior management for setting short & long term direction by highlighting areas for improvement and optimization. - Responsible for management reporting (Closely Watched Numbers/Key Performance Indicators) covering Opex & Capex decisions, performance trend, capacity utilization, operational efficiency and provide suitable recommendations to senior management & actively driving the teams in implementing the same.- Worked on strategy formulation and execution of various business critical projects and key strategic initiatives viz. DOCSIS 3.0 Broadband rollout and Digitization of Cable business - Phase II cities.- Developed and introduced process and operating norms for Business Partner Management for Broadband & Cable TV businesses. - Closely worked with corporate compliance team in publishing critical statutory information & facilitate external audits by regulatory bodies (TRAI & DOT).- Led the transition of 200+ seater contact center operations project for Broadband & Cable TV business.

- Worked closely with North America (NA) – Canada, Sales Leadership team, Worldwide Sales Management Support involved formulation of Sales Strategy & Plan for various portfolios under GTS brand. - Supported the sales cadence management system including weekly reporting and analysis to address challenges and drive improvements in sales & revenue performance, maintaining a close working relationship with the sales leader ship team acting as their Trusted Advisor.- Accountable for delivering effective and useful opportunity management reports and analysis to drive focused and disciplined execution. Facilitate reports and analysis for Monthly/Quarterly/Global Sales Integration and other senior level reviews.- Act as a focal point for all Sales Management pervasive issues and provide guidance.- Provide operational support to the sales team & recommendations to improve sales pipeline and performance view. - Analyse win/loss trends and integrate with other standard metrics to identify actions to improve win odds and sales results.- Interface with cross functional teams within IBM, Canada (i.e., FP&A, BTIT, Business Operations, and Sales Transformation) in order to co-ordinate the effort in achieving the overall sales objective.

- Was part of the Strategy team and extensively involved in formulating and enabling the Strategic and tactical objectives of the Service team. - Formulated Annual Operating Plan (AOP) for customer service group in-line with the Business goals involving forecast of Demand for service, associated costs involved, assumptions on productivity and expected Service Level adherence.- Formulate & publish operational and performance dashboards for senior management reviews & weekly cadences - Conducting feasibility studies to determine financial viability of new business initiatives for both OPEX & CAPEX and institutionalizing cost control measures.- Instrumental in introducing the competition benchmarking to facilitate introducing new & unique services offerings by the business- Demonstrated excellence in setting-up the vendor management vertical & related processes for the business unit. - Instrumental in roping the telecom service providers & building subscriber connectivity framework for pan India CC operations- Was instrumental in building the initial Business plan and Annual Operating plan as part of pan India Tata Sky services launch – green field project.

- Reported to president of Tally Solutions, Software Services Group and looked after preparation of quarterly sales forecast, business research and monitored performance to ensure delivery of sales targets. - Created an organizational framework entailing structure, scope, roles & responsibilities, process & KPIs for Tally eco system for project PARAM – launch of Tally 7.2 module to MSE/SMSE market segment to cater to VAT regime introduced by Govt of India. - Involved in formulation of go-to-market study & analyzing industry trends for launching of Tally’s offerings in GCC countries in collaboration with Mc Kinsey & Co. (Advisory partners)